Stuart Lunn, Infoworks

AppsInformation Systems in the Third Sector

Stuart Lunn, Infoworks

Information Systems in the Third Sector

• Approaches & technologies• Organisational Evolution• Trends• Case reviews • Opportunities• Conclusions

Stuart Lunn, Infoworks

Desktop Desktop/Hosted

Browser

Browser/Desktop

IS approaches & technologies – 7 click history

Charity PackagesFundraising, Membership…

CRM PackagesBespoke

In house

Microsoft

Open Source

Raiser’s Edge,

ThankQ, Care, iMIS, IRIS,

SodalitaS etc

General

Open SourceOpen Source

DOS

Access

SQL Server

VB

.NET etcASP

Outsource

Stuart Lunn, Infoworks

IS approaches & technologies

Outsource

In house

Microsoft CRM

General CRM

Charity Packages

Open Source

Access

SQL Server

.NET etc

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CLOUD

IS approaches & technologies

Outsource

Bespoke

Browser

.NET etc

SQL

In house/Outsource

Bespoke

Desktop

Access

Access/SQL

Microsoft CRM

Desktop/Browser

General CRM

Desktop/Browser

Charity Packages

Proprietary

Desktop/Browser

Open SourceCharity

Packages/CRM

Desktop/Browser

Stuart Lunn, Infoworks

IS approaches & technologies – where it’s at

Outsource

Bespoke

Browser

.NET

SQL

In house /Outsource

Bespoke

Desktop

Access

Access/SQL

Microsoft CRM

Desktop/Browser

General CRM

Desktop/Browser

Charity Packages

Proprietary

Desktop/Browser

Open SourceCharity

Packages/CRM

Desktop/Browser

IS evolutionSize

Other

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Evolution

management

activity

manual administrationspreadsheet

Access Database

activity activity activity

manual administration

manual administration

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Evolution

management

activity

Access Database

activity activity

activity

manual administration

activity

activity

activity

manual administration

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Evolution

management

activity

Access Database

activity activity activity

Access Database

activity

activity

activityactivityactivity

activity

manual administration

pressure

activity

Stuart Lunn, Infoworks

Evolution - scenario 1

activity

Access Database

activityactivity activity

Access Database

activity

activity activityactivity activity activity activity

Access Database Access

DatabaseAccess Database

Access Database

Access Database

managementpressure

Stuart Lunn, Infoworks

Evolution - scenario 1 – ad hoc

management

activityactivity activity

activity

activity activityactivity activity activity activity

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

Access Database

activity activity

activity activity

activity activity

activity activity

activity activity

activity activity

Access Database

Access Database

Access Database

Access Database

Stuart Lunn, Infoworks

Evolution - scenario 2

Management

activity

Access Database

activityactivity activity

Access Database

activity

activity activityactivity activity activity activity

Access Database Access

DatabaseAccess Database

Access Database

Access Database

IS Strategy

pressure

Stuart Lunn, Infoworks

Management

Combination

Evolution - scenario 2 – getting organised

activity

Access Database

activityactivity activity

Access Database

activity

activity activityactivity activity activity activity

Access Database Access

DatabaseAccess Database

Access Database

Access Database

IS Strategy

Stuart Lunn, Infoworks

Management

CharityPackage

Core Information System

Evolution - scenario 2 – getting organised

activity

Function

activityactivity activity

Function

activity

activity activityactivity activity activity activity

Function

Function

Outsourced operation

Specialist Package

Function

IS Strategy

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Management

CharityPackage

Core Information System

Evolution - scenario 2 – “organised”

activity

Function

activityactivity

activity

Function

activity

activity activityactivity activity

activity activity

Function

Function

Outsourced operation

Specialist PackageFunction

IS Strategy

activity

activity activity

Access Database

Access Database

Access Database

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Management

CharityPackage

Core Information System

Evolution - scenario 3 - “organised”

activity

Function

activityactivity

activity

Function

activity

activity activityactivity activity

activity activity

Function

Function

Outsourced operation

Specialist PackageFunction

IS Strategy

activity

activity activity

Access Database

Access Database

Access Database

activity

activity activityactivity

activity

activity

activity

activity

activity

Access Database

Access Database

activity

activity

Access Database

activity

Change Budget Cut

–> disorganised –> ad hoc

Stuart Lunn, Infoworks

Evolution – Getting and Staying Organised

• Early stages• Getting organised • Organised• Disorganised• Ad hoc

How to get organised? - integrated Organisational/IS strategy - CIS Core activities belief

How to stay organised - time & £s IS strategy & CIS- keep management engaged

- Annual review of IS strategy - ¼ly review of “Activity-IS Support Summary”

Stuart Lunn, Infoworks

Activity-IS Support Summary – where you’re at

Activities Current IS Support Planned IS Support

Membership CIS does all ex…. Fix issues reported

Help Line Manual Extend CIS/Specialist package?

Fundraising CIS does all n/a

Training N/a O/S Event management system

Advocacy N/a Neil’s ambassador system idea

Accounts Exports donations n/a

ESF KJJ Project N/a manual CIS proj module

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Trends

• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &

mobility

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Trends

Competition • Economic climate• CRM push• Initial cost

Browser apps• Releases, Support,

Training, Help– DIY / video

• Running costs

• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &

mobility

Stuart Lunn, Infoworks

Trends

Cloud

- Browser CRM- Browser Bespoke

Charity packages ->– Commoditization – Concentration

Technology– Cloud – Mobile

• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &

mobility

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Trends

• IS higher level jobs – Data driven workflow– Data driven graphics

Examples

• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &

mobility

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Data driven functionalityNormal functionality vs.

If ExistingStatus = New proposalAnd NewStatus = Submitted proposalThen

If Sessions = blank then Warning =“Session must not be blank”

If SessionHours = blank then Warning =“Session hours must not be blank”

If ActivitySessionStartTimes = blank then Warning =“Session Start Times must not be blank”…

Software Datavs.

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Data is cheap; software is expensive.

Stuart Lunn, Infoworks

Trends

• IS higher level jobs – Data driven workflow– Data driven graphics

Examples

• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &

mobility

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Trends – data driven graphics – visual thesaurus

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Trends – data driven graphics – visual thesaurus

Stuart Lunn, Infoworks

Trends – data driven graphics – visual thesaurus

Imagine:

Contact – Cases – Actions

Expensive now…

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Trends – data driven graphics – imagine a radar to-do list

…where next?

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Trends

• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &

mobility

CRM & Charity Packages - Add-ins- Bespoke extension - Integration

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Trends

• Spec• Prototype• Build

• Flexibility• Variable quality

• Self-install• Reliable• Monolith

Package / Bespoke Convergence before

Package Bespoke

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framework

Trends

Core

• Consult• Configure• Bespoke API• Add-ons

• Spec• Framework• Generate from spec• Expose spurs

A

Add-onvol

donor

vol

…

volunteer

donor

…

mem

• Look and feel• Reliability• Time• Costs

CB

Bespoke

Package / Bespoke Convergence now

Package Bespoke

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Spur of information system exposed

SQL Main system

Online enrolment

New Courses

Call Centre

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Case Review 6 - screenshots

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Case Review 6 - screenshots

Stuart Lunn, Infoworks

Case Review 6 - screenshots

Stuart Lunn, Infoworks

framework

Trends

Core

• Consult• Configure• Bespoke API• Add-ons

• Spec• Framework• Generate from spec• Expose spurs

A

Add-onvol

donor

vol

…

volunteer

donor

…

mem

• Look and feel• Reliability• Time• Costs

CB

Bespoke

Package / Bespoke Convergence now

Package Bespoke

CONVERGING, but still

fit for different purposes and different situations

Stuart Lunn, Infoworks

Trends

• 90’s wisdom– 3-5 years

• Now • Access 15

• Web apps 9

– Extend & Adapt– Mobile deployment

• Cost falls • Desktop Browser• Market change• Data driven• Integration & tailoring• Package / bespoke• Stability, longevity &

mobility

Stuart Lunn, Infoworks

Case reviews

• 1. Legal advice charity • 2. Local council• 3. Small Grant Giving Trust

Stuart Lunn, Infoworks

Case Review 1 - Legal advice charity

Advice centres send in ‘legal question’ forms with supporting docs.

Enter in Access db, check, categorise, ID appropriate law firm, see if they’ll take the case.

If OK send case files. If no keep calling …

Eventually ‘question’ sent back answered to us, we post to client, check happy, close case

Better way?

Stuart Lunn, Infoworks

AdminWeb App(asp.net/SQL)

email

Case Review 1 - Legal advice charity

InternalAccess

DB

Advice Agency

Lawyers

email

Changed business processes

- Data driven workflow & email integration

Web self service…- Efficiency- Boundaries…

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Case Review 2 - Local council

Helpline to buy parking permits, school meals, book garden waste collections etc.

Pressure to reduce admin costs.

• Suggestions?

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Council Website

Case Review 2 - Local council

MS Dynamics CRM

Permits

GWC

Meals

MS BizTalk

WebServices

ClientCall centre

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Case Review 2 - screenshots

… x 20

Changed business processes

- Quality - Reliability

Web based self service- Efficiency- Boundaries

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Case Review 3 - Small Grant Giving Trust

– Receive requests for funds from people in hardship

– Post form

– Applicant completes and returns

– Form input to Access database

– If successful give grant for cooker, fridge, etc

• Perfect for web based self service?

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Case Review 3 - Small Grant Giving Trust

InternalAccess

DB

website

Exchange

Applicant

Application Form

(Word)

Normal processing

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Case Review 3 - Small Grant Giving Trust

InternalAccess

DB

website

ExchangeApplication

Form(Word)

Agency

Fileserver

Adapted & extended!!

Changed business processes

- Quality

Email/Access/Web based self service

- Efficiency

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Strategic Opportunities

• Fundamental change– Change & standardise business processes - data driven functionality

• Inside-Out– Break int/external boundaries– Growth & efficiency savings - self service

• Adaptation & extension – Squeeze value

Stuart Lunn, Infoworks

Conclusions & Discussion

• Where it’s at with Apps– package, access, bespoke, crm

• Trends – costs, browser, cloud, market, data driven, convergence, longevity,

mobility• Strategic opportunities

– fundamental change, inside-out, adapt & extend

• Strategy is king– know your org, study others, create vision, push thru & keep watch